Poor customer service

This people have deducted money on my account where alse I am done paying then and I have order a cancellation. I tryed to communicate with them since December requesting for refund instead they will give you case numbers n the. When you do follow up they said I must send bank statement I did that when I do follow up they say the case is closed because no one has attended my case, at this point I already have 3 to 4 cases but no respond